TripAdvisor is hiring a

Real Time Analyst Specialist | TheFork

Barcelona, Spain

Welcome to TheFork! We're on a mission to bring people together, feed the human spirit and champion restaurant culture because we strongly believe the best things in life happen around the table, and we want you to experience those unforgettable moments. 🍽 

Founded in 2007 and present in 12 countries, we are the leading restaurant booking platform across Europe , and offer the broadest community of diners access to thousands of incredible restaurants. How do we make this happen? Through our exceptional lineup of products: 

📱TheFork App: our free restaurant discovery & booking app that helps you find your next table with ease 

💻TheFork Manager: our innovative software tool that digitises restaurant operations and helps restaurateurs manage their bookings and increase their revenue 

💳TheFork PAY and TheFork Gift Card: quick and easy ways to pay directly from TheFork app, making the payment process a piece of cake.

We have offices all over Europe, boasting a fully international team from all over the world. We are all foodies at heart, and work together in a flexible, multicultural and positive environment which provides everyone with space to grow, both professionally and personally.

 

What will you do:

  • Provide real-time email, telephone & chat monitoring to make intra-day adjustments to maximize performance and achieve service level objectives
  • Maintain constant communication with enablement and delivery teams to manage staffing based on forecasted volumes vs actual incoming volumes
  • Provide detailed analyses to identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis to ensure the department remains optimal
  • Create and manage schedules to address demand to achieve stated service level goals
  • Plan and log schedules of our specialists to ensure our client access remains optimal
  • Evaluate specialist requests for schedule adjustments and determine approval/denial of requests - this may involve responding to manager escalations on scheduling issues
  • Based on independent data analysis, provide recommendations on ways to meet SLA’s and minimize cost through recommendations to leadership on overtime needs or shortening shifts when appropriate
  • Contact specialists and/or management when real time metrics identify customer service gap and recommend immediate corrective action be taken to improve service
  • Monitor, record and escalate real-time schedule adherence impacts, including lateness, absenteeism and any other schedule deviations

Who you are:

  • Has advanced skills using Microsoft Excel in a business environment & feels comfortable building Power Point presentations
  • Highly organized; has the ability to multi-task, prioritize and meet tight deadlines
  • Has the ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
  • Analytical with attention to detail, demonstrates a high degree of ability to analyze data, using the data to drive decision making and to implement effective resolutions
  • Proven ability to build relationships quickly and it is highly empathetic
  • Great communication skills and a Team-Player
  • Self-motivated, proactive Autonomous learner
  • Flexible, adaptable to change
  • Fluent in English (any other language is a Plus)

What we offer you  

😄 An awesome team (not everybody like our jokes, but we try our best) 

🏠 A Permanent contract (that can be useful in life) 

⚖️ Flexible working environment (2 days home office per week) 

💸 Competitive fixed salary, bonus and equity (yes, equity!) 

🍕 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)  

🌎 International teams - More than 30 nationalities and 16 offices worldwide 

🏳️‍🌈 Highly inclusive working environment 

🤸‍♀️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc 

🎓 Continuous learning and development programs (with full access to LinkedIn Learning!) 

😌 Free access to the Calm app  

⏳ A program dedicated to help you have the best work/life balance 

🏥 Health insurance fully covered by the company 

👩‍🦽 Life Insurance and Disability at no cost to the employee  

🍴 Amazing offices with dining, coffee point on each floor, and leisure area    

🎤 Team building events (we love karaoke. A lot. A lot.) 

We believe that we are better together, and at TheFork we welcome you for who you are.  Our workplace is for everyone, as is our people powered platform.  At TheFork, we want you to bring us your unique perspective and experiences, so we can collectively keep disrupting the restaurant industry and go from good to great.

#LI-AD2

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